🍍 “Good isn’t good. Only great is good.”
The philosophy that drove a collection of 4 hotels to the top of TripAdvisor's NYC rankings
“Good isn’t good. Only great is good.”
That’s the message from Adele Gutman, who used to run sales, marketing, and revenue for The Library Collection in New York, and worked with owner Henry Kallan and their teams to achieve the incredible result of placing all 4 of their hotels in the top 4 spots of TripAdvisor’s list of hotels in New York City with the highest guest satisfaction.
In this episode, Adele shares:
Why “good isn’t good - only great is good”
The profitability of loyal guests
What’s missing in too many hospitality experiences
What defines a great brand in hospitality
How one experience can ruin a brand’s reputation
Her system for “reputation cultivation”
The innovation trap
Listen using the player above, or on Spotify or Apple podcasts.
Hospitality Daily is brought to you by HotelOperations.com, which shows you how to empower your teams to deliver results. Check out the recent guide to using LinkedIn to attract talent, tell your story, and create opportunities.